Refund & Return Policy

At FREEBOY, we want you to enjoy a safe, reliable, and satisfying shopping experience.

We provide a 7-day return and exchange policy, which means customers have 7 days after receiving their product to request a return or exchange.

Returns or exchanges requested after 7 days from the delivery date will not be accepted.

Before returning any product, customers must contact FREEBOY Customer Support and receive return authorization. Unauthorized returns will not be accepted.

1. Order Processing & Cancellation Policy

Order Processing Time

After customers complete payment, FREEBOY will process orders within:

1–2 business days

During this period, we will verify payment information, prepare the product, and arrange shipment.

Please note that order processing time does not include shipping time.

Order Cancellation Policy

Customers may request order cancellation under the following conditions:

Before Shipment

Customers can cancel their order if:

✔ The cancellation request is submitted before the product has been shipped.
✔ The cancellation request is submitted within the cancellation period allowed by the FREEBOY website.

If the customer submits a cancellation request before shipment and within the permitted cancellation period:

The order can be canceled.
A full refund will be provided.
No cancellation fee will apply.

After Shipment

Once the order has been shipped:

Cancellation requests cannot be accepted.
Customers must follow the return process after receiving the product.

Additional return shipping fees may apply according to this policy.

2. Return & Exchange Eligibility

To be eligible for a return or exchange, products must meet all of the following conditions:

✔ Product must be in original condition.
✔ Product must be unused, unworn, and undamaged.
✔ All original accessories must be included, including:

Charger
Keys
Tools
Hardware
User manual
Other included accessories

✔ Original packaging must be complete and intact.
✔ Proof of purchase is required.

Products returned without prior approval from FREEBOY will not be accepted.

3. Return Address

All approved returns must be shipped to the following address:

Return Address:

Chrzanowska 4
Grodzisk Mazowiecki
05-825
Poland

Phone:
+48 739 667 170

Customers must contact FREEBOY Customer Support and receive return approval before sending products back.

Products returned to an unauthorized address will not be accepted.

4. Damages & Issues

Please inspect your order immediately after arrival.

If you receive:

A defective product
A damaged product
An incorrect item
Missing components

Please contact FREEBOY immediately:

📧 Email: info@freeboy.store

Please provide:

Order number
Product model
Description of the issue
Photos or videos showing the problem

Our team will evaluate the issue and provide a suitable solution.

📌 Photos or videos may be required for verification.

5. Non-Returnable Items

The following items are not eligible for return:

Products purchased from unauthorized resellers
Products damaged due to misuse, accidents, or improper handling
Products modified or repaired without authorization
Special order products
Free gifts or giveaways
Promotional accessories
After-sales accessories

Please confirm product compatibility before purchasing accessories.

6. Return Shipping

Customers are responsible for return shipping costs unless the product is confirmed to have a quality issue.

Quality Issues

If the product has confirmed quality problems:

Free return shipping may be provided.
Full refund or replacement may be available.

Customer Reasons (No Quality Issue)

For non-defective returns:

A standard:

€200 return shipping fee per e-scooter

may apply.

Applicable situations include:

No longer needed
Wrong item purchased
Changed mind after delivery
Not satisfied with the purchase

Items returned without authorization will not be accepted.

7. Refund Conditions

Quality Issues

For confirmed quality issues:

Customers may receive:

✔ Full refund
✔ Product replacement
✔ Free return shipping (when applicable)

Applicable situations include:

Manufacturing defects
Wrong product received
Product damaged during delivery

Customer Cancellation or Change of Mind

Before Shipment:

Full refund available.
No cancellation fee.

After Shipment:

€200 cancellation/return shipping fee per scooter

may apply.

Lost or Undelivered Package

If your package is confirmed lost or cannot be delivered:

Freeboy may provide:

Full refund

Free replacement shipment

depending on the shipping investigation results.

8. Defective Product Policy

Within 7 Days After Delivery

For confirmed defects within 7 days:

Customers may request:

✔ Free replacement
✔ Full refund

Applicable situations:

Product damage
Wrong item received
Manufacturing defects

After 7 Days

Returns are not accepted after the 7-day return period.

FREEBOY will provide:

Technical support
Repair guidance
Replacement part assistance when necessary

📌 Proof (photos or videos) is required for evaluation.

9. Address Changes

Once the e-scooter has been shipped, the delivery address cannot be changed.

Customers are responsible for confirming correct shipping information before completing the order.

10. Refused Delivery

If a customer refuses delivery:

A €200 return shipping fee per scooter will apply.

If re-shipping is required:

An additional €200 reshipping fee may apply.

11. Battery Return Policy

Due to transportation and safety regulations:

Battery returns are subject to special conditions.

Return fee: €100 per battery
Only unused batteries are eligible for return.
Used batteries cannot be returned.

12. Refund Processing Time

After receiving and inspecting returned items:

Inspection and processing time:

1–2 business days

Refund processing:

PayPal refunds:
Up to 48 hours after approval.

Credit card refunds:
7–14 business days depending on the bank or card provider.

13. Customer Support

For return, refund, exchange, or cancellation assistance, please contact:

Freeboy Customer Support

📧 Email: info@freeboy.store

🕒 Working Hours:

Monday–Saturday
9:00–19:00 (GMT+1)

Thank you for choosing FREEBOY.

We appreciate your trust and are committed to providing reliable electric mobility products and professional customer service.